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August 9"" 2011 

Dockets 

U.S. Department of Transportation 

400 7th St. S.W. Room PL-401 

Washington, D.C. 20590 

Dear Sir: 

Revised LIAT Family Assistance Plan 

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LIAT (1974) Ltd., an airline registered in Antigua & Barbuda which conducts scheduled 

passenger flights to Puerto Rico and the U.S. Virgin Islands, pursuant to the requirements of U.S. 

Public Law 105-148 Foreign Air Carrier Family Support Act, December 16. 1997 and U.S. 

Public Law No. 108-176, Dec. 12, 2003, Century of Aviation Reauthorization Act, Section. 809, 

Availability of Aircraft Accident Site Information, paragraph (b) Foreign Air Transportation, 

hereby submits its revised Family Assistance Plan dated 5 July 2011. This Plan replaces all 

previous Family Assistance Plans. 

LIAT also wishes it to be known that the Service Provider mentioned in the plan will, effective I 

September 2011, cease to be FEI Behavioral Health, and will be KENYON® 

FNTERNATIONAL EMERGENCY SERVICES, FNC. 

'^'^VZ^u^ A CiJM^y^y^ 

Brian Challenger 

Chief Executive Officer (Ag.) 

Serving: Anguilla, Antigua, Barbados, Dominica, Grenada, Guadeloupe, Guyana, Nevis, Puerto Rico, Dominican Republic, St. Croix, St. Kifts, St. Lucia, St. Maarten, 

Canouan, St. Thomas, St. Vincent and the Grenadines, Tortola, Trinidad & Tobago. 
Liat (1974) Ltd. FAMILY ASSISTANCE PLAN 

5 JULY 2011 

Introduction 

Pursuant to the requirements of U.S. Public Law 105-148 Foreign Air Carrier Family Support B 

Act, December 16, 1997 and U.S. Public Law No. 108-176, Dec. 12, 2003, Century of 

Aviation Reauthorization Act, Section. 809, Availability of Aircraft Accident Site Information, 

paragrapt) (b) Foreign Air Transportation, Liat (1974) Ltd. submits the following plan for 

addressing the needs of the passengers, passengers families and other victims and their 

families in the event of an aircraft accident which occurs within the United States or United 

States Territories, involving an aircraft under the control of Liat (1974) Ltd. 

Liat (1974) Ltd. recognises that this plan is part of a larger effort, which includes the United 

States National Transportation Safety Board and other United States government entities, to 

provide assistance to accident victims and their families in the event of an aviation disaster 

within the United States or United States Territories. 

Liat (1974) Ltd. recognises the responsibility assigned to the airline under this legislation to 

ensure it has a comprehensive response plan that will provide guidelines and procedures to 

enable the airline to act in the best interests of victims affected by an aircraft accident 

resulting in a major loss of life. To this end, many of the services that are required to be 

provided by Liat (1974) Ltd. in the aftermath of an aviation disaster will be performed by a 

specialist third party service provider contracted to provide emergency response personnel 

and resources on behalf of Liat (1974) Ltd. The service provider's role is outlined briefly 

below and in full within the Liat (1974) Ltd. Emergency Response Manual. 

The service provider will provide crisis management services and search, recovery 

and disposition of personal effects and remains, as well as international toll free 

emergency call centre services on behalf of Liat (1974) Ltd. The service provider will 

also provide on site family assistance services and logistics support as well as liaison 

with the US NTSB and other relevant US agencies on behalf of Liat (1974) Ltd. in the 

event of an accident in the US, Caribbean or Canada, or involving US citizens. The 

service provider will also provide psychological support services to victims and family 

members as well as supporting responding employees in the aftermath of an aircraft 

accident 

In coordination with the service provider, Liat (1974) Ltd. has developed detailed emergency 

response procedures for affected airport operations, head office operations and accident site 

operations. Procedures have also been developed for contracted agents representing Liat 

(1974) Ltd. at airports that the airline routinely operates to or from. Liat (1974) Ltd. 

recognises the primary responsibility for accident response activities rests with the airline, 

however, for clarification, the organisation with responsibility for carrying out particular 

elements of the response on behalf of the airline is indicated in parenthesis at the end of 

each response task description within this plan. 

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Liat (1974) Ltd. FAMILY ASSISTANCE PLAN 

5 JULY 2011 

Liat (1974) Ltd. Family Assistance Plan 

In the event of an aircraft accident Liat (1974) Ltd. will carry ou t the following: 

NTSB Notification 

• Notify the NTSB communications center at (202) 314- 6290 immediately upon knowledge of 

an accident. (Liat (1974) Ltd.) 

a) Provide place of Incident (or general vicinity of incident), number of passengers and crew 

based on preliminary departure Information and number of injured and fatalities (if known). 

(Liat (1974) Ltd.) 

b) Provide flight number, origination, connection points and final destination (if known), and 

whether the flight was domestic or International. (Liat (1974) Ltd.) 

c) Provide name and telephone number of the person who is in overall charge of the incident 

site. (Liat (1974) Ltd.) 

d) Provide name, telephone number and location of the hotel that has been designated as 

the Joint Family Support Operations Centre. (Liat (1974) Ltd. or the service provider 

on behalf of Liat (1974) Ltd.) 

e) Provide name and telephone number of the person responsible for the passenger 

manifest. (Liat (1974) Ltd. and the service provider on behalf of Liat (1974) Ltd.) 

f) Provide name and telephone number of the person responsible for family notification. 

(The service provider on behalf of Liat (1974) Ltd.) 

International Call Centre Services 

• Provide the public a reliable publicized international toll free number with sufficient telephone 

capacity (The service provider on behalf of Liat (1974) Ltd.) 

a) When disseminating the toll-free number, Liat (1974) Ltd. will ask the media to inform the 

public that only individuals who have a reason to believe a family member or friend is a 

passenger on the flight should use the number. (Liat (1974) Ltd.) 

b) The media notice will emphasize that initial calls to the airline are to provide a point of 

contact with the airline, provide basic flight information to the caller, and gather 

information so the airline may obtain points of contact for each passenger. (Liat (1974) 

Ltd.) 

c) The media will be asked to re-emphasIze the airline involved, the flight number, and 

airport(s) of origination, connection and final destination. (Liat (1974) Ltd.) 

Family Notification 

• Provide timely notification to family members of passengers, which will consist of continuous 

updates based upon manifest reconciliation with boarding documents (ticket lifts, ticket 

readers, and final gate check-in name list). 

a) Liat (1974) Ltd. will provide passenger Information to family members as It becomes 

known and will not wait until all names on the check-in manifest are confirmed before 

notifying individual family members. (Liat (1974) Ltd. and the service provider on 

behalfof Liat (1974) Ltd.) 

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Liat (1974) Ltd. FAMILY ASSISTANCE PLAN 

5 JULY 2011 

b) Family members will be notified if passenger's name appears on a preliminary name list 

and informed that confirmation involves reconciling the manifest with the boarding 

documents collected at the gate. Once contact is established with family members. It is 

maintained, regardless of whether additional information becomes available. Personnel 

are trained in crisis response and techniques to notify a person that a family member may 

have been Involved in a disaster (The service provider on behalfof Liat (1974) Ltd.) 

c) Provide notification to family members prior to releasing passenger names to the public. 

Family members will be given appropriate time to notify other family members and friends 

prior to public release of the victim's name. While It may be necessary for some families to 

. have more than one contact point with the airline, families will be asked to designate one 

primary contact point for purposes of information sharing among the family. The airiine will 

not release the victim's name without family consent. (The service provider on behalf of 

Liat (1974) Ltd.) 

Passenger Manifest Information 

• Provide the NTSB, upon request, the most current reconciled copy of the passenger manifest. 

Each copy will be numbered or annotated so It can be distinguished from previous copies. 

(Liat (1974) Ltd.) 

Family Assistance Services 

• Provide training to Liat (1974) Ltd. employees and agents to increase awareness of the needs 

of survivors and family members following an accident. (Liat (1974) Ltd. and the service 

provider on behalfof Liat (1974) Ltd.) 

• Secure facilities at departure, arrival, and connecting airports where family members may be 

initially gathering. These facilities will protect them from media and solicitors, as well as 

provide a place to receive continuous updates on the reconciliation of the passenger manifest 

and other information on the accident as it becomes available. If at a secured facility, family 

members will be notified personally and privately by personnel trained in crisis response and 

death notification that their loved one is on the plane. (Airport and handling agent 

personnel and the service provider on behalf of Liat (1974) Ltd.) 

• Provide logistical support to family members requesting travel to the incident site (or to a 

hospital location). This Includes, but Is not limited to, transportation, lodging, meals, security, 

communications, and incidentals. Liat (1974) Ltd. will consider the following during selection of 

a facility: quality of rooms, size of facilities, privacy for family members, relative location to 

medical examiner's office, temporary morgue, airport operations, accident site, NTSB 

Investigation headquarters, and medical treatment facilities. (The service provider 

International Call Centre on behalfof Liat (1974) Ltd.) 

• Inform family members (or family friends/clergy who are with the family) at an appropriate 

time, as eariy as possible after being notified, that it is critical they contact their family dentist 

to obtain dental records and dental x-rays of their loved one. Families will be asked to have 

the records and x-rays sent via overnight delivery to the address of the hotel where the Joint 

Family Support Operations Centre is located. Families will be told to send the package to the 

attention of the Deputy Director, FA, NTSB. Families will be advised that if they are coming to 

the site within the next 48 hours, they may arrange to hand carry these documents. (The 

service provider on behalfof Liat (1974) Ltd.) 

• Make provisions for a Joint Family Support Operations Centre to Include space, 

communication and logistical support to assist local and Federal staff. (The service provider 

on behalf of Liat (1974) Ltd.) 

• Make provisions for private areas within the hotel for DMORT and medical examiner 

personnel to collect ante mortem information from families at the site. Liat (1974) Ltd. will also 

provide quiet space and communications resources for DMORT and medical examiner 

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Liat (1974) Ltd. FAMILY ASSISTANCE PLAN 

5 JULY 2011 

personnel to telephonlcally collect ante mortem information from families who decide to stay 

away from the site. Liat (1974) Ltd. will reserve 6 to 15 rooms for crisis counseling/DMORT 

use. (The service provider on behalf of Liat (1974) Ltd.) 

• Inquire at the time of notification or soon after If family members desire ARC crisis assistance 

or an ARC person to talk to. If family is undecided or say no, they will be asked to inform their 

airiine representative If they reconsider. All requests for assistance will be passed to an ARC 

representative who will designate an ARC staff member In the family member's local area and 

request they contact the family. (The service provider on behalf of Liat (1974) Ltd.) 

• Assist family members as they travel to and from the site by informing flight crews and airport 

personnel that family members are on particular flights. At departure, connecting, and arrival 

airports, family members will have airline personnel meet and assist them while on airport 

grounds. If necessary, Liat (1974) Ltd. will seek assistance from other airilnes who may have a 

larger presence at the airport. Liat (1974) Ltd. will assist family members as they depart the 

accident site and provide a contact person who will continue to be the airline interface with the 

family after the family returns to their residence. (The service provider on behalf of Liat 

(1974) Ltd.) 

• Provide a contact person to meet family members as they arrive and accompany them at he 

incident site. A representative will be assigned responsibility for assisting the family while at 

the site and will continue to be the airiine interface with the family until the family returns to 

their residence. Upon return, a single contact person for all family members may be 

designated. (The service provider and Liat (1974) Ltd.) 

• Provide a contact person from the airline to maintain daily contact with family members who 

do not travel to the incident site. (Liat (1974) Ltd. or the service provider on behalf of Liat 

(1974) Ltd.) 

• Establish a badging system to Identify family members. (The service provider on behalf of 

Liat (1974) Ltd.) 

• Establish a joint liaison with ARC at each supporting medical treatment facility to track the 

status of injured victims and to provide assistance to their families. (The service provider on 

behalfof Liat (1974) Ltd.) 

• If the accident Is declared a crime, coordinate with DOJ to arrange meetings with family 

members to explain their rights under the victims of crime legislation. (The service provider 

on behalfof Liat (1974) Ltd.) 

• Provide the same support and treatment of families of non-revenue passengers (and any 

other person aboard the aircraft) as for revenue passengers. (Liat (1974) Ltd.) 

• Participate in daily coordination meetings to review daily activities, resolve problem areas, and 

to synchronize future family support operations and activities. (Liat (1974) Ltd. and the 

service provider on behalf of Liat (1974) Ltd.) 

Coordination with other response organizations 

• Designate an individual who will be the airline's representative to the Deputy Director of FA. 

This individual will travel to various locations, such as accident site, morgue. Joint Family 

Support Operations Centre, and family assistance center with the Deputy Director of FA. The 

designated individual will have the authority or ready access to those who have sufficient 

authority to make decisions on behalf of the airiine. (Liat (1974) Ltd.) 

• Provide the media with continuous updates on the progress of the notification process, to 

include: providing the number of victims' families notified as of a certain time and the number 

Page 4 of 6 
Liat (1974) Ltd. FAMILY ASSISTANCE PLAN 

5 JULY 2011 

remaining to be notified. Liat (1974) Ltd. will continue this process until all victims' families 

have been notified. (Liat (1974) Ltd.) 

• Coordinate and work with any organization designated under the Foreign Air Carrier family 

Support Act on an ongoing basis to ensure that families of passengers and victims receive an 

appropriate level of services and assistance following an accident. (Liat (1974) Ltd. and the 

service provider on behalf of Liat (1974) Ltd.) 

• Provide reasonable reimbursement to the ARC for services to family, airiine and supporting 

personnel. (Liat (1974) Ltd.) 

• Provide necessary information on foreign passengers to DOS representatives to facilitate 

interaction with appropriate foreign government embassies. (Liat (1974) Ltd.) 

• When providing assistance to US Citizens within the United States with respect to an aircraft 

accident outside the Unites States involving major loss of life, Liat (1974) Ltd. will consult with 

the NTSB and DOS on provision of assistance. (Liat (1974) Ltd.) 

Disposition of Remains and Effects 

• In liaison with and under the authority of the Medical Examiner or Coroner manage the 

recovery of remains and property. (The service provider on behalf of Liat (1974) Ltd.) 

• Consult each passenger or victim family about the disposition of personal effects and return 

personal effects as requested unless the possession is needed for the accident or criminal 

investigation. (The service provider on behalf of Liat (1974) Ltd.) 

• Make provision for unclaimed personal effects to be retained for at least 18 months from the 

date of the accident. (The service provider on behalf of Liat (1974) Ltd.) 

Memorial 

Consult with family members about any airiine sponsored memorial, including any inscriptions. 

(Liat (1974) Ltd. or the service provider on behalf of Liat (1974) Ltd.) 

Page 5 of 6 
Liat (1974) Ltd. FAMILY ASSISTANCE PLAN 

5 JULY 2011 

Notification of Damage to Manmade Structures 

• In the case of an accident that results in significant damage to a manmade structure or other 

property, notify in writing the owner of the structure or other property about liability for any 

property damage and the means for obtaining compensation. (Liat (1974) Ltd.) 

• Include in the written notification to the property owner: 

a) Advice to contact the insurer of the property as the authoritative source for information 

about coverage and compensation (Liat (1974) Ltd.) 

b) Advice to not rely on unofficial information offered by the airiine representatives about 

compensation by the airiine for property damage (Liat (1974) Ltd.) 

c) Advice to obtain photographic or other detailed evidence of property damage as soon as 

possible after the accident, consistent with the restrictions on access to the accident site 

(Liat (1974) Ltd.) 

Transmission of NTSB Hearing 

• In the case of an accident in which the US NTSB conducts a public hearing or comparable 

proceeding at a location greater than 80 miles from the accident site, ensure that the 

proceeding Is made available simultaneously by electronic means at a location open to the 

public at both the origin city and destination city of the accident aircraft's flight, if that city is 

located in the United States. (The service provider and Liat (1974) Ltd.) 

Summary 

The purpose of the Liat (1974) Ltd. Family Assistance Plan is to meet the needs of victims 

and victim families in the aftermath of an aircraft accident. The airline will seek to respond 

with sensitivity, dignity and respect. The airline will assist and liaise with the investigating 

authority for as long as the investigation continues and will commit resources to the provision 

of assistance to victims and their families. This will be a long-term commitment drawing on 

retained service providers as well as resources within Liat (1974) Ltd. 

^'Pr^r ^ K^ U\ 

Brian Challenger 

CEO (Ag.) 

LIAT (1974) Ltd. 

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